The customer journey has become both less linear and more complex as customers use an ever-increasing array of digital devices to engage brands across an almost limitless number of touch... read more →
More data has been produced in the last two years than in all previous history. And thanks to the Internet and an ever-expanding variety of connected devices, the amount of... read more →
More than 70% of today’s customers make their buying decision before speaking with anyone from sales or customer service. To secure the sale, you must find them before they find... read more →
ISM is honored to be recognized as one of the 10 Most Promising Digital Experience Consulting Companies in 2018, awarded by CIO Review Magazine. In the January issue of CIO... read more →
The Buying Window Our previous post stressed the importance of engaging customers in their buying window - at the time when they are still researching your product or service (and... read more →
The Buying Window Before they contact your call center, reach out to a salesperson or visit your store, most potential customers already have decided many of the specifics of the... read more →
Right message, right channel, right time in the buying cycle More than 70% of today’s customers make their buying decision before speaking with anyone from sales or customer service. To secure the... read more →
Contextual Relevance If you remember nothing else from this article, remember this: to create increased engagement with your customers and prospects, you must meet them where they are, with the right message at... read more →
The Non-Linear Customer Journey The customer journey has changed forever. Once thought of as a linear progression – from awareness to research to purchase to experience – it has been... read more →
The customer journey – as marketers have defined it – will never be the same. As each digitally-empowered individual travels from prospect to customer to (hopefully) repeat buyer and loyal... read more →
